5 Tips to Succeed with Enterprise Service Management from Ivanti Customers
Do more with the same. That’s a phrase many of us hear in our careers when there is an expectation for higher output with no increase in resources or budget. One way many organizations achieve this is by leveraging the functionality of their IT Service Management (ITSM) solution to automate workflows and build more efficient business processes throughout all departments, not just IT. This is often referred to as Enterprise Service Management, or ESM.
ESM can feel like a massive undertaking, so it’s easy to put off. But when leveraged strategically, it can actually save you (and others) A LOT of time. We talked to five different Ivanti customers across the globe who are currently killing the ESM game. These customers are champions for ESM and have amazing ideas to help you get started on your ESM journey. Here are five ways to make ESM work for Y-O-U.
1. Dream Big – SCL Health
The first step to ESM is working with your service management vendor to figure out how to scale the system across the enterprise. You need to think bigger than what many expect of a service management tool; this is more than a ticketing system.
A great example of an Ivanti customer who did this is SCL Health. SCL Health is dedicated to improving the health of the poor and vulnerable in its communities, with more than 15,000 full-time associates. Their IT’s success with IT Service Management attracted the attention of other groups at SCL Health who needed to optimize their service delivery. For example, SCL Health’s Human Resources Service Center was the first department to recognize the value of ITSM, and now uses Ivanti to track employee inquiries and requests about payroll and benefits.
“The teams are excited about the transformation. For the first time, we’re thinking of service management as a true solution, not just a ticketing concept. Senior leadership sees the value and opportunity we have to further increase our value to the business as we manage our services against metrics that make sense for that service… We went from being the IT guys in the basement to being a true partner in patient safety. It changed the conversation,” said Amy Yankovich, Director of Service Operations and Service Management at SCL Health.
2. Get Creative – County of Simcoe
Sure, your service management solution can help your organization manage IT issues, but what else can it do? What other departments could use it?
The County of Simcoe is located just north of Toronto Canada and handles administrative and municipal services for 16 municipalities and almost 500,000 people. They wanted to use a single ticketing system to support the diverse needs of its different administrative, municipal, and social services departments.
Simcoe County got creative in their use of Ivanti Service Manager using it in many different ways, from roadside animal removal to corporate communications. For example, paramedics use Service Manager to maintain inventory of medical equipment and supplies on emergency vehicles.
“Other municipalities are gob smacked when they see what we can do with Ivanti,” said James Nightingale, Customer Service Manager.
Even here at Ivanti, our IT teams worked to expand Ivanti Service Manager across the enterprise, using it creativity to solve many common issues. Using Ivanti, I can request a temperature change in the office, request a customer service escalation, request a new marketing operations analytics report, and more.
3. Start with Motivated Departments – Sightsavers
Sometimes, ESM can feel like an uphill battle. Give yourself a head-start by beginning your journey with departments who are motivated and excited about implementing change.
Sightsavers is an international, non-governmental development organization that works in developing countries to treat and prevent avoidable blindness and promote equality for people with visual impairments.
Sightsavers needed a new service management system that would meet the needs of all teams. They didn’t move all teams to Ivanti Service Manager all at once; instead, they allowed adoption to grow organically across departments as success and confidence grew within the organization. Seven departments now use Self-Service to log requests with automated approvals and workflows across departments.
“Ours is a journey of maturity as the functionality and reputation of Ivanti Service Manager has steadily grown across teams to now serve 600 users,” said Chris Porter, Service Desk Team Lead.
4. Automated Workflows are your Friend – Copernico
We all know that automation can be a major time-saver, allowing you to move away from manual, repetitive tasks and focus your energy on strategic initiatives. When developing an ESM strategy, you want to utilize automated workflows to create a more efficient processes.
Copernico is a network of workplaces, flexible offices, and services dedicated to smart working. They have locations all over Italy and the rest of Europe. They needed a solution that would provide an easy way to develop new workflows, service offerings, and to meet future client needs. They achieved this with Ivanti Service Manager.
“We felt the need to automate our organization’s processes through a comprehensive system that would also work with systems we already use. A wide range of enabling functions was already available in Ivanti Service Manager for HR, legal teams, and IT, for example, said Simone Materazzi, Copernico CTO.
Copernico worked to better track processes and optimize workflows and interactions between departments, allowing for more efficient communication between IT and Copernico clients.
5. Celebrate Wins Along the Way – Randstad
According to one of our white papers about ESM, “Recognize ESM is a journey; you’ll be working with new departments, updating existing offerings, adding new services, and finding new areas of innovation. Recognize team member contributions and celebrate each successful rollout and update… Nothing promotes more support and success than success.”
A wonderful example of this is the team at one of the biggest staffing companies in the world. This company employs approximately 100,000 employees a week.
Jessica Osborn, IT Support Services Operations Manager at this staffing company, leads the ESM efforts at the company. In a webinar interview, Jessica explains the importance of celebrating the wins along the way. “How do you keep your team from getting burnt out? They’re on the backend; they’re not visible. How do you do that? It’s by showing the wins,” Jessica said. Jessica works hard to highlight and communicate individual and team wins in front of management and the greater team. “Sometimes we celebrate by going to dinner or lunch or sometimes we send out an email. There are a lot of ways we can celebrate,” Jessica said.
ESM can help you improve the user experience while delivering higher productivity at lower costs. Our white paper, “Automating Service Delivery for the Entire Enterprise” outlines 11 different lessons learned when implementing an ESM initiative. We hope this helps at whatever stage of the ESM journey you are currently in.